The brutal truth about our support (that most SaaS companies won't tell you).
I'm the Head of AI at RB2B , and I'm about to share something that might make you uncomfortable.
Last night at 11pm, a user opened a ticket demanding to speak to a human. Our AI offered to help. "I need a person," they insisted. The AI connected them and asked for details. "I need a person," they repeated.
The AI let them know that it was after hours and that our human team would be back online tomorrow.
Finally, they asked their question. It was something that the AI would have answered in under 5 seconds.
By 4:30am, after sending increasingly angry messages to our sleeping human team. They said that our support was "terrible" because we hadn't answered them yet.
Here's what actually happened: You chose to wait 5+ hours for a human to give you the same answer our AI had ready instantly.
I get it.
Talking to AI feels weird.
But, here's the reality most companies hide: Our AI has access to the same knowledge base, the same documentation, and frankly gives more consistent answers than humans who might be having a bad day.
When you demand a human for questions like "How do I change this setting?" or "What does this feature do?" - you're not getting better service.
You're getting slower service.
We're not hiding behind AI to cut costs.
We're using it to give you instant, accurate answers 24/7.
Our humans handle the complex stuff that actually needs human judgment.
Your choice: Keep waiting hours for humans to answer FAQ-level questions, or let our AI help you instantly.
We'll keep being transparent about this, even if it's uncomfortable.
What do you think - am I wrong here?
